8 calibration sessions
We prepared materials and conducted 8 calibration sessions for managers
67% before
This was the result of measuring the effectiveness before the start of the cooperation
82% po
This is the result of positive records after conducting our training
Introduction
Dentistry N+ is a network of dental offices in Ukraine, consisting of 10 clinics. It has 21 telephone customer service administrators, among which there are permanent and substitute persons. She handles patients coming to the clinic, billing, consultations and patient records to the doctor by phone.
Identified problem
The owner had an aspiration to raise the standards of communication between administrators and patients, in order to present a unique service, personalized approach and professionalism. It was crucial to develop the skills to build good relationships even with the most demanding clients and to be able to convincingly present the benefits of treatment in their clinics. Effective work on patient objections, such as allegations of high prices or the need to rethink decisions, and other similar challenges was also an important element.
Scope of the activities carried out
Our activities included:
- We have developed a script for a conversation with the client.
- We have prepared a list of objections and ways to address them.
- We described in detail the advantages of the clinic and doctors.
- We divided the administrators into 3 groups and conducted 8 calibration sessions with each of them. We analyzed dialogues, improved contact with difficult clients, learned to deal with all objections and evaluate the effectiveness of conversations based on a special table of many criteria, as well as the percentage effectiveness of appointments to the doctor.
- We organized general training on sales, dialogue management and sales stages.
Prior to our cooperation, the conversion rate to records was 67%.
Now the clinic has gained administrators who can present their institution at a high level of service and enroll 82% of clients from 100%, after just the second month of work.
